Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:30/01/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Shopify, **** regarding their withholding of my funds and placement of a reserve on my account.On December 3rd I discovered that Shopify had placed a reserve on my account, withholding 20% of my sales in funds. Despite my repeated attempts to resolve this issue, Shopify has failed to provide a satisfactory explanation or release the withheld funds.I need these funds to pay my bills and full fill my orders how am I supposed to full fill orders without my full amount of money? I also have over ****** sitting in my pay out account I have reached out to customer service over 9 times with no help what so ever except they will create a ticket! I am seeking legal council and have a lawyer looking into my account and digging further into this matter I also have 25 other merchants that are having the exact same issue within communication. Withholding funds is a breach of contract and illegal. Please release my funds. As a merchant, I rely on timely access to my funds to operate my business. Shopify's actions have caused me significant financial hardship and inconvenience.I request that Shopify immediately release the withheld funds and remove the reserve from my account. I also expect a formal explanation for their actions and assurances that this issue will not ************** Information:***** *** boutique LLC **************** I appreciate your attention to this matter, and I look forward to a prompt resolution.Sincerely,***** ******

  Business Response

  Date: 03/02/2025

  Hello *****,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

  Customer Answer

  Date: 03/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:30/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been with Shopify since February 2024 and everything was great. On January 9th, 2025 our bank refused a Shopify payment because of check fraud on our account. Big mistake by the bank!! However, since then we haven't been paid for over 300 invoices for various amounts. They have made a handful of small payments but have not paid us in full for any day since January 8th. We have tried the "chat" that they recommend, and it has gotten us nowhere. A "BOT" is not going to solve this issue, and it is impossible to actually get a human on the phone. They recommended that we try a different account number, and we have tried to install it 4 different times and the payments continue to fail. This reinstall your bank account seems to be their way of stalling. We cannot talk to a human to try to resolve this situation which is now over $45K that we have not been paid. Every day the payout says "FAILED". We are a small business and cannot continue to ship product and not get paid. We are not sure what the next step needs to be other than legal action, because there is NO customer service. It's hard to imagine that a worldwide company with NO customer service. We are not the only ones with this issue. There are plenty of complaints on their own website and on their ******** site with people having the exact same issues.The site has been good for our company, but we can't continue to ship out $2,000 worth of product a day and NOT get paid for it. It is a real shame that a 30-minute phone call with a human could probably get this solved, but they will not let you speak to an actual person. Maybe this will spur them on?

  Business Response

  Date: 04/02/2025

  Hello Lem,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your bank account change and payout hold, we recognize the impact this can have on your business. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  According to our records, our Account Security Team sent an email to you on January 23, 2025, notifying you of the newly enabled functionality to update your bank account information. We requested that you respond via Ticket ID: ************************************ upon completing this update in order to remove the hold on your payouts. New updates regarding the status of the payout hold have been communicated on February 4, 2025 under the same ticket number following your discussion with our live Support Advisor Team, who escalated your request to Account Security. If you have any further questions, please respond back to this Ticket ID as the Account Security Team is best suited to support you in regards to this matter. 
  
  
  Best Regards,
  *****

• Initial Complaint

  Date:30/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A client submitted a chargeback for two rings she purchased.1. She said the crystals are fake - which is not true i have proof my crystals used are certified real.2. The client complained about only 1 ring being make with fake crystals but she got a refund for 2 rings. (The other ring was made with shell.) Shopify settled the case in favour of the client but it does not seem fair seeing as my items are NOT in genuine! I spoke with my bank and they agreed to recover the $214.55 to me and not Shopify is keeping the money out of my next payout. This seems extremely unfair as they should either make the client return the rings to me (as i offered her the option to exchange for another item if she wasnt happy with the rings)Please help me with a resolution as I am a small business and cannot affored a loss of inventory and funds like this.Thank you.

  Business Response

  Date: 07/02/2025

  Hello,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request.
  
  We recognize the challenges you have been experiencing with chargebacks. I understand how challenging they can be to manage, and depending on your bank, they may pose significant issues for the stability of your account.
  
  ******************** cannot predict whether a customer will initiate a chargeback. Our fraud analysis system is among the best in the industry; and help identify fraudulent activity and flag high-risk orders: **********************************************************************************************************
  
  In this case, Shopify's role is solemnly transactional, since we act only as a link between your store (the merchant) and your customer's bank by transmitting information from one party to another. When chargebacks do occur, we offer a mechanism for you to respond directly to the customer's bank, as well as the option to contact the customer to resolve the issue directly. You can find more information regarding chargebacks in the following *********** document: ******************************************************************
  
  Regards,
  
  Lali | Shopify Operations Lead
  

• Initial Complaint

  Date:30/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I transferred a domain to Shopify, and since my subscription lapsed they have held the domain hostage. The domain was not purchased on Shopify, and I want it to be transferred back to me.

  Business Response

  Date: 03/02/2025

  Hello ****** ******,
  
  My name is Lali, and I am an Operations Lead here at Shopify. This message is regarding your Better Business Bureau complaint. I will be personally handling your request to ensure it is resolved efficiently.
  
  To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  
  

• Initial Complaint

  Date:28/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify provided me as the Merchant who host my website on their platform that adding the fraud risk checkbox for customers would automatically protect me against chargebacks. December **************************************************** which ******************** automatically deducted $25 from my account as well as $337.00 for the order as their was ***** tracking available showing the order shipped and delievered, a no refund policy in place, and the checkbox that Shopify told me to add. Shopify got this chargeback request on December ******* and did not submit my supporting evidence to the BANK until January 27, 2025. When asking Shopify why are you all holding the evidence for so long with submitting this, they indicated that it is apart of their policy and if we want to edit or update anything. Well I told them multiple times I do not want to edit or update nothing, I need my money back as they customer reported this as "credit not received" but NEVER shipped anything back to me for me to even provide a credit. That is stealing. I questioned Shopify several times if their is NOTHING in place to protect the merchants that host on their sites. They stated they only work as intermediary between merchants and banks for chargebacks. I then asked them to go back to the bank as I had good evidence such as tracking, return policy, no communication showing that the customer even returned back to an actual address that belonged to my company. they stated they could not go back to the bank.

  Business Response

  Date: 03/02/2025

  Dear Shaqualla,
  
  Thank you for reaching out and sharing your experience regarding the recent chargeback issue. I understand how frustrating situations like this can be, and I appreciate your patience as we clarify the process.
  
  I want to emphasize that while adding the fraud risk checkbox can help mitigate certain risks, it does not guarantee protection against chargebacks. Chargebacks are initiated by the cardholders bank, and once initiated, Shopify acts as an intermediary in the process rather than as a decision-maker on the outcome.
  
  Regarding the submission of evidence, it is important to note that evidence is not submitted to the bank until the due date in the chargeback portal. This policy allows merchants the opportunity to adjust or update their submissions should additional information become available. We understand this may seem frustrating, but it is a standard practice to ensure that you have the chance to present your best case.
  
  Additionally, I want to clarify that Shopify does not resolve chargebacks directly. Our role is to facilitate communication between you and the bank involved, and we provide you with the tools necessary to respond to chargebacks. For more detailed information on chargebacks, please refer to our Chargeback Guide: *************************************************************************** Reasons for a chargeback: *************************************************************************************.
  
  If you have documentation showing that the order was delivered as per the ***** tracking, along with your no-refund policy, I recommend consolidating that evidence and ensuring it is submitted during the evidence submission timeframe for future chargebacks. This could greatly assist against any claims, but ultimately the decision is held with the cardholders bank.
  
  We understand this situation is difficult, and we appreciate your understanding of the chargeback process. Please feel free to reach out if you have further questions or need additional support.
  
  Best regards,
  
  **** | Shopify 
  Operations Manager

• Initial Complaint

  Date:28/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Shopify, **** regarding an unresolved issue with my website access and a lack of satisfactory customer support. The incident started when I attempted to pay my bill for a single charge of $66.71. I updated my credit card information and pressed Submit to complete payment via Shopifys platform. Immediately afterward, I lost access to my website.

  Business Response

  Date: 04/02/2025

  Dear 7xchange Llc,
  
  My name is ****, and I am an Operations Manager here at Shopify. Thank you for reaching out and sharing your experience regarding the status of your account. I understand how frustrating situations like this can be, and I appreciate your patience as we clarify the process.
  
  Upon further review, I have noted that our Merchant Trust Team has reached out to you today in Ticket ID: ************************************. Please follow up directly with this team, as the ultimate decision regarding your account status rests with them. This is the best escalation path for any further questions you may have.
  
  Thank you for your understanding, and I hope your concerns are addressed promptly.
  
  Best regards,
  **** | Shopify
  Operations Manager

  Customer Answer

  Date: 05/02/2025

  Complaint: 22868605
  
  I am rejecting this response because: 

  Good afternoon, 
  
  We are writing to formally dispute the unjust termination of our Shopify account and to demand immediate reinstatement. Our business does not present any level of risk, and we have never processed a single payment using Shopify Payments. We exclusively use ************** Services for payment processing.
  
  This issue arose solely when we attempted to update our payment method to pay our Shopify bill of $67. As you can see from the multiple support chats over the past few weeks, our account became inaccessible after updating our card information and attempting to process the payment. A Shopify specialist confirmed that our payment was processed and assured us that our account would be unlocked soon. However, nearly three weeks have passed, and we are still unable to access our account.
  

  Subsequent conversations with your support team have only added to our frustration. We were initially informed that our account was terminated due to a "flagged credit card." However, this makes no sense, as our new debit card was issued directly by *****. We contacted ***** to verify whether our card had been compromised, and they confirmed it had not. Another Shopify specialist later acknowledged that our account malfunctioned due to multiple failed payment attempts while we were waiting for our new physical card to arrive.
  

  Given these facts, we fail to understand how our business presents a risk. We were simply trying to pay our bill, and the mishandling of this situation has resulted in unnecessary financial losses for our business. The lack of transparency in your review process, coupled with the conflicting explanations from your team, is unacceptable.
  We have already filed a complaint with the Better Business Bureau (BBB) and have retained legal counsel. If this matter is not resolved immediately and our account is not reinstated this week, we will pursue legal action in small claims court to recover our losses.
  

  We demand a prompt and reasonable resolution to this matter. Please reinstate our account and restore our access without further delay.
  

  We expect your response within 24 hours.
  

  
  Sincerely,
  
  *************

  Business Response

  Date: 10/02/2025

  
  Dear BBB, 
  
  I am reaching out regarding BBB complaint ********. The status of the merchants account is being handled by our Merchant Trust Team in Ticket ID: ************************************. 
  
  Due to privacy and safety reasons, we are not able to share details of the investigation against the account, but the status of the account is final as communicated to the merchant in Ticket ID: ************************************. 
  
  Best regards,
  Shopify | Operations Manager

• Initial Complaint

  Date:28/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out multiple times in regards to missing $1,770.34 from my payouts. This has yet to be resolved, my account is now frozen as I have been unable to make the orders for the customers or pay the reinstate fees due to them holding. This is my only income source so this has made it extremely difficult and frustrating. Conversation with support was 11/14/2024 where they stated they would get back to me and never did.

  Business Response

  Date: 31/01/2025

  Hello Jordyn,
  
  My name is ****, I am an Operations lead at Shopify. Thank you for reaching out about your account and missing payouts.
  
  I have sent you an email under ticket ID ******** with the subject line 'In Regards to Your BBB Complaint ********'. In order to look more into these missing payouts, I will need to authenticate you as the account owner. Here at Shopify, we take the security of our merchants and their accounts seriously and must follow certain steps to resolve situations like this. Please reply to that ticket with the requested information so we can help resolve this matter for you.
  
  Best Regards,

  **** | Operations Lead, Shopify

• Initial Complaint

  Date:27/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 22, 2024, Shopify blocked more than $150,000 without any communication or explanation for such a measure. All attempts to contact the company are an endless delay with no possibility of resolution. They say they will keep the blockage until March 12, 2025 and nothing more. I have had and am having a huge loss due to this attitude. And because my business model is dropshipping, I had to refund more than $26 thousand dollars, causing extreme loss. I ask for your help in this resolution so that I do not have to go to court.

  Business Response

  Date: 29/01/2025

  Hi *******,
  
  My name is ********, and I'm a Support Lead here with Shopify. I regret to hear about your experience; however, I can confirm that the best course of action is to direct any inquiries you may have regarding the status of your account to the ticket noted in this complaint. The BBB is a public platform, and account details cannot be discussed here under any circumstances.

  The team working on the matter is best equipped to provide any additional context you may need.

  Kind regards,
  ******** | Support Lead

• Initial Complaint

  Date:27/01/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Shopify for terminating my account ************************************ without notice, failure to respond to my repeated inquiries, and improper conduct by their customer support agents.I created my ******************** account before October 7, 2024, and fully verified my information. After processing two payments exceeding $150, my account was unexpectedly terminated on October 7, 2024. Since then, I have been unable to access my store, and despite my attempts to resolve this issue, I have received no response.I have replied to the termination email 12 times over the past 5 months, as instructed by various customer support agents, including **** ****** ******* *., and most recently *********** on January 27, 2025. Each time, I was told to reply to the same email, but I have received no resolution, acknowledgment, or communication from **************************, when speaking with agent ***********, I was treated rudely, with no attempt to listen to my concerns, and the chat was closed abruptly. This lack of professionalism and transparency has led me to believe that Shopify has scammed me, as I have lost access to my business for over 5 months without any explanation or compensation.

  Business Response

  Date: 29/01/2025

  Hello ******, 
  
  My name is **** and I'm an Operations Lead at Shopify. I understand that you have questions about your account, including the payouts from your orders. 
  
  While I cannot disclose sensitive information due to the public nature of the BBB, I have reached out to the team handling this request, and they have confirmed that they have taken action and replied to you on ticket 5640fbc1-4c69-4784-bf21-e9fc5406bd83. You will be able to find that ticket for more information, and reply there - I will ensure that any additional questions receive a reply as well. 
  
  Sincerely,
  
  ****
  Operations Lead | Shopify

  Customer Answer

  Date: 29/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:26/01/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am writing to demand urgent action and a public investigation into Shopifys unacceptable and abusive business practices. For the past few weeks, I have submitted all required documents to Shopify without receiving a single response. Instead of offering any form of assistance, they have frozen my entire balance without any legitimate explanation.First, Shopify claimed the issue was related to my account problems but never provided a clear reason. Then, despite having no chargebacks or disputes on my account. This shifting narrative is completely unjustifiable and reeks of corporate negligence.Ive been ignored by Shopifys support team, despite my repeated attempts to reach them. Theyve left me hanging without a single update, and now they are holding my entire balance for an unreasonably long period. This is nothing short of a blatant abuse of power. Shopify is not only failing to provide the service Ive paid for, but they are actively causing me financial harm by holding my funds hostage.Its clear that Shopify has a pattern of mistreating its merchants with no accountability, no transpd to this kind of treatment, especially after fulfilling all obligations and complying with their policies.I urge you to examine Shopifys practices thoroughly and hold them accountable for this unjust and exploitative behavior. I cannot, in good conscience, stand by and allow Shopify to continue to mistreat merchants like this without consequence.Thank you for your attention to this matter.arency, and no remorse. No merchant should be subjected to this kind of treatment, especially after fulfilling all obligations and complying with their policies.I urge you to examine Shopifys practices thoroughly and hold them accountable for this unjust and exploitative behavior. I cannot, in good conscience, stand by and allow Shopify to continue to mistreat merchants like this without consequence.Thank you for your attention to this matter.

  Customer Answer

  Date: 29/01/2025

  Shopify is manipulating the truth, giving me the runaround, and wasting my time. Theyve held my funds for two months without providing any proper justification or solution, and Im left with no recourse or support. Their actions are unprofessional, dishonest, and completely unfair. This is not just a service failureits an outright abuse of power.
  
  I feel like Shopify is intentionally ignoring me, misleading me, and taking advantage of my situation. This isnt just about a delayed payout; its about being treated like my business doesnt matter. Its time that Shopifys behavior is exposed and properly scrutinized. This isnt something that should be allowed to continue.
  
  I need the BBB to take a close look at Shopifys practices. Their actions have been nothing short of dishonest and exploitative, and no merchant should have to endure this kind of mistreatment.

  Business Response

  Date: 03/02/2025

  Hello ***** Lai ***,
  
  My name is Lali, I am an Operations Lead here at Shopify. I will be supporting you through this request. To proceed, I require some specific information to help locate your store and verify your identity, as maintaining the privacy and security of our stores is our top priority. Please provide the following details:
  
  - Your Shopify store URL (e.g., example.myshopify.com)
  - The email address associated with the store (if it differs from the one you initially used, kindly CC that email address in this thread and respond from it to confirm your identity)
  - Any related support ticket numbers concerning this issue
  
  Once I receive this information, I will conduct a thorough investigation and update you on the next steps.
  
  Thank you for your cooperation.
  
  Lali
  Operations Lead | Shopify
  

  Customer Answer

  Date: 03/02/2025

  Ive been using Shopify for several months now, and I have never felt more hopeless. Im a dedicated merchant who has followed all the rules, paid my fees on time, and ensured my customers get their orders on time. But ******************** has completely failed me in every way. I set up Shopify Payments in December 2024. Since then, my payouts have been on hold with no clear explanation. Despite my efforts to reach out, I was only told there were fulfillment issues, even though I ship all orders within 3 days as promised to customers. I submitted all the required documents in December, but my first payout is still pending over two months later. Ive sent numerous emails, had multiple live chat conversations, and even followed up with escalations, yet Ive been left in the dark. The only responses I get are vague promises that my issue is being looked into. They tell me that my case has been escalated but offer no solution or timeline. Im left without my money, and theyre still charging me monthly fees without any accountability. The worst part? They keep saying the investigation might not go in your favor as if its my fault. But Ive done everything right. Ive fulfilled all my orders, and Ive complied with Shopifys rules. The only thing Shopify is doing is withholding my money, causing unnecessary stress and ruining my trust in the platform. Theyve even suggested I use a third-party payment gateway while Im still paying them, but I refuse to continue using Shopify under these circumstances. This situation is beyond frustrating. Ive been waiting for a response and resolution for months. Ive given them every document they asked for, followed their instructions, and kept my business running, but Shopify keeps dragging their feet. This is not fair to any merchant. If youre considering using Shopify, be warned if something goes wrong, they will not help you, and you may never see your funds again. Ticket ID: ************************************

  Customer Answer

  Date: 05/02/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  Ive been using Shopify for several months now, and I have never felt more hopeless. Im a dedicated merchant who has followed all the rules, paid my fees on time, and ensured my customers get their orders on time. But ******************** has completely failed me in every way. I set up Shopify Payments in December 2024. Since then, my payouts have been on hold with no clear explanation. Despite my efforts to reach out, I was only told there were fulfillment issues, even though I ship all orders within 3 days as promised to customers. I submitted all the required documents in December, but my first payout is still pending over two months later. Ive sent numerous emails, had multiple live chat conversations, and even followed up with escalations, yet Ive been left in the dark. The only responses I get are vague promises that my issue is being looked into. They tell me that my case has been escalated but offer no solution or timeline. Im left without my money, and theyre still charging me monthly fees without any accountability. The worst part? They keep saying the investigation might not go in your favor as if its my fault. But Ive done everything right. Ive fulfilled all my orders, and Ive complied with Shopifys rules. The only thing Shopify is doing is withholding my money, causing unnecessary stress and ruining my trust in the platform. Theyve even suggested I use a third-party payment gateway while Im still paying them, but I refuse to continue using Shopify under these circumstances. This situation is beyond frustrating. Ive been waiting for a response and resolution for months. Ive given them every document they asked for, followed their instructions, and kept my business running, but Shopify keeps dragging their feet. This is not fair to any merchant. If youre considering using Shopify, be warned if something goes wrong, they will not help you, and you may never see your funds again. Ticket ID: ************************************
  Shopify Account | **********************************
  
  Sincerely,
  
  ***** Lai ***

  Customer Answer

  Date: 11/02/2025

  they never reply . 

  how can i do  ? they frozen my funds and never reply . please check my previous document . 

   

  Business Response

  Date: 21/02/2025

  Hello,
  
  Thank you for the information provided. I will look into this and email the address linked to your account to provide more details about your request and fully authenticate you. The security of the account is very important to us.
  
  Regards,
  
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 22/02/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  The previous document and the online chat in SHOPIFY INC. can show they 3 months did not reply . 

  And the balance was frozen . the fist payout since now more than 3 months.

  But shopify keep ignored .

  
  
  
  Sincerely,
  
  ***** Lai ***

  Customer Answer

  Date: 03/03/2025

  I am extremely disappointed in your decision to close my case without resolution. Shopifys so-called good faith response was a dismissive, boilerplate reply that ignored the core of my complaint entirely.
  
  This closure feels like a rubber-stamped approval of corporate negligence. The BBBs role is to hold businesses accountable, not to side-step legitimate grievances.
  
  Reopen this case immediately, or provide a detailed explanation of how Shopifys response addressed.
  
  

  Business Response

  Date: 11/03/2025

  Hello ***** Lai ***,
  
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
   
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the ticket where you have been in communication with the team. This will help our team assist you more effectively.
  
  Ticket reference number: 074cd167-62ad-45d5-bcd2-d57736ab64cf.
  
  The Shopify Merchant Trust Team informed the following:
  
  We have reviewed the documents you provided and determined that your account is in violation of Shopify's Acceptable Use Policy (AUP). As a result, we are no longer able to host your store on the Shopify platform and your account has been closed. ********************************************
  
  The full amount of pending payouts will be held by the Processor, in accordance with the Shopify Payments Terms of Service and the Processor's Terms of Service. Payouts are typically held for 120 days. 
  
  If you believe that your account was terminated in error, as a first step, please use this form to appeal the decision: ***********************************************************************************************************
  
  We are committed to supporting you throughout this process, and we genuinely appreciate your cooperation as we work towards a resolution.
   
  Best regards,
   
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 12/03/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  I was submit my appeal document in Feb. and you did not check my screenshot ?and did not reply me .

  Why you reply me such as this ?

  You didn't really...just said some lies here.
  
  
  Sincerely,
  
  ***** Lai ***

  Business Response

  Date: 23/03/2025

  Dear BBB, 
  
  I am reaching out regarding BBB complaint 22859569. The status of the merchants account is being handled by our Merchant Trust Team in Ticket ID: ************************************ as previously communicated with this merchant. 
  
  Due to privacy and safety reasons, we are not able to share the details for the appeal shared by the merchant in Ticket ID: ************************************. However, please note that any information that can be shared publicly for the next steps the merchant can take has been shared in our previous response. 
  
  As the merchant is being assisted in Ticket ID: ************************************, we consider this resolved. 
  
  Best regards,
  Shopify | Operations Manager

  Customer Answer

  Date: 25/03/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  The ticket ID is ********.
  It's been 4 months and my first withdrawal is still not available and you haven't responded to my ticket at all.
  This is simply no business credibility and a serious lack of business ethics.
  We have paid the corresponding platform fees for this month, but you have been unable to review my information, causing my first withdrawal to still be pending on the platform. My orders have been arriving at the hands of customers one after another. All orders across the ocean have been processed.
  But you have spent a month reviewing my account and have been silent without any feedback.
  You must pay a price for your serious illegal behavior.
  I immediately asked to be escalated to the legal department.
  
  
  Sincerely,
  
  ***** Lai ***

  Business Response

  Date: 31/05/2025

  Hello ***** Lai ***,
  
  Thank you for reaching out and expressing your concerns. We understand how important it is for you to have access to your funds and your store, and I want to assure you that we are here to help with this matter.
   
  Our Merchant Trust team has been working diligently to address your concerns. For further information and to ensure a streamlined resolution, please reply directly to the tickets where you have been in communication with the team. This will help our team assist you more effectively.
  
  The Shopify Merchant Trust Team informed the following:
  
  The full amount of pending payouts will be held in reserve for 120 days. Once this reserve expires on the 2025-06-03, we will transfer your existing payouts less any chargebacks and related fees to the bank account on file for your Shopify Payments account.
   
  Best regards,
   
  Lali | Shopify Operations Lead

  Customer Answer

  Date: 04/06/2025

  Complaint: 22859569
  
  I am rejecting this response because:
  
  The full amount of pending payouts will be held in reserve for 120 days. Once this reserve expires on the 2025-06-03, we will transfer your existing payouts less any chargebacks and related fees to the bank account on file for your Shopify Payments account.
   where is the payouts now ?

  
  Sincerely,
  
  ***** Lai ***

  Customer Answer

  Date: 11/06/2025

  shopify  still did not release my funds . why ?